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Complaint Details
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Initial Complaint
01/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I took my motor to Crossed Industries because I was having a minor issue with sputtering sometimes at high speeds around 60-70mph.I dropped the boat off on 12/20. I was called on 12/23 and told that the motor was inspected, and a problem was identified but parts needed to be ordered before moving forward. I paid for said fee.I was called on 12/29 to pick up the boat, the problem was corrected and it was ready to go. I picked the boat up on 12/30 from the ****** and headed straight to the lake to check to make sure the motor was running properly. Upon arriving to the boat ramp, I cranked up the motor and realized immediately that there was a problem. It was vibrating really hard at idle and wouldnt get on plane at all. On 12/30 they are only open from 9am-12pm. So it was around ****pm where I reached out to one of the mechanics to inform them of my troubles while I was at the ramp with the boat in distress. Said mechanic got in contact with the owner and the owner agreed to look at the motor again, free of charge, because he wanted to stand behind his work.We arranged a meeting the next day 12/31/23 with the head mechanic and the owner. At the ******, they diagnosed the issue on land and confirmed with a water test run that I was apart of. I was assured that this problem would be corrected and it was an easy fix.I was called on 1/2/24 to come pick up the motor. They lake tested it after repairs and everything was functioning as promised. I told them I would pick the boat up 1/3/24 at 8am.8am came on 1/3/24 but I wasn't able to meet them there because of a family situation so I informed them that I would come pick up the boat on 1/5/24. Around 10am that same morning, I received a call from the head mechanic stating that my motor was blown and it wasn't there fault.Spoke with the owner that same day after speaking with the mechanic and they are washing their hands of me and my boat even though it was in their care when the failure happenedBusiness response
01/04/2024
The sputtering issue was reviewed and a bad tracker valve was identified and replaced. Upon replacement a test drive was made and the boat operated as designed.
Soon after due to neglect and leaving ethanol fuel in a boat with fuel lines not rated for ethanol, the additional fuel pressure made by a properly operating tracker valve collapsed the interior liner of the fuel line. This was the issue described on Saturday 12/30. However, false information being stated about our hours as Saturday hours have been 8:00 am to 3:00 pm since December of 2022, well over a year. Additionally the screenshot shared shows the contact of our tech shows the interaction was not until almost 6:00 pm that night. As the owner we decided to attempt to make the customer happy and identify the issue of the fuel line. With proper fuel pressure at idle, but not at throttle under load we isolated the motor with a shop tank and identified it must be the fuel lines. We came in on 1/1/2024 (we were closed for the holiday) as well to get it fixed as soon as possible to appease this unruly customer.
When he said he would not return on Tuesday 1/2/2024 we reviewed his last service which was completed on 7/28/2023 and decided we'd replace his spark plugs on the house to ensure they didn't get fouled when he was running it lean with the bad tracker valve.
Upon removing the #6 spark plug we found it to be fouled catastrophically which is a result of the piston failing and running the motor with the #6 piston blown. At which point we conducted a compression check of the motor and found the #6 was no longer holding compression. After using the scope to view the interior of the piston it is clear and evident that this has been the result of both neglect and an issue which occurred over time. At no time could that damage had occurred during the time the boat was in our shop. ********* likely had been showing signs of this for at least 3-4 months with the owner neglecting the tell tale signs.
This motor has well over **** hours on it and without appropriate care they tend to have this result.
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.